Bilingual Account Support Specialist (French and English)
About The Position
The Account Support Specialist is a customer-facing role that provides account management and customer development support to potential and existing customers in a contact-center environment. Utilizing standardized processes, this role requires the individual to drive retention of existing customers, portfolio management and qualifying potential new customers leveraging solution-based conversations. Duties and Responsibilities Deliver professional account management that results in increased volume and profitability through the resolution of issues and/or the establishment of the value conveyed in the bundle of goods and services Understanding how the individual bottler's market strategies affect customer experiences Maintain and/or repair customer relationships to retain customers Use available resources to gather data, analyze issues, and have confidence in decision-making abilities. Analyzing data to determine root causes and/or identify opportunities Handling customer issues to final resolution Resolution of Customer Support Tickets (Cases) Meet and maintain all key performance metrics Provide validated and constructive feedback to team leaders that will drive individual and team performance. Handle ad-hoc project activities Collaborate and actively participate in a teamwork environment to drive engagement Extended periods of sitting, typing, and use of multiple computer screens in fast fast-paced environment Disclaimer: This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change with or without notice.
Requirements
- Effective and empathetic listening
- Building rapport
- Relationship building
- Critical thinking
- Problem-solving
- Independent thinking & decision making
- Ability to effectively handle difficult situations
- Multi-tasking and the ability to manage multiple channels of communication
- Influencing customers and various internal stakeholders
- Understanding of customer-facing bottler processes
- Intermediate computer skills and ability to troubleshoot issues (e.g., Microsoft Office, Genesys, and Salesforce)
- Adherence to the process for more effective and quality completion of tasks
- High School Diploma or GED
- 2-4 years of related experiance
Responsibilities
- Deliver professional account management that results in increased volume and profitability through the resolution of issues and/or the establishment of the value conveyed in the bundle of goods and services
- Understanding how the individual bottler's market strategies affect customer experiences
- Maintain and/or repair customer relationships to retain customers
- Use available resources to gather data, analyze issues, and have confidence in decision-making abilities.
- Analyzing data to determine root causes and/or identify opportunities
- Handling customer issues to final resolution
- Resolution of Customer Support Tickets (Cases)
- Meet and maintain all key performance metrics
- Provide validated and constructive feedback to team leaders that will drive individual and team performance.
- Handle ad-hoc project activities
- Collaborate and actively participate in a teamwork environment to drive engagement
Benefits
- Work-Life Integration - Vacation, floating holidays, parental leave, flexible work environment
- Competitive Base Salary - A base salary or hourly wage rate in line with market rates for the job duties and skills required
- Rewards & Recognition - Acknowledging our employees’ contributions
- Retirement Plans & Guidance - Programs to assist associates in saving for retirement
- Health & Welfare Plans - Medical, life, and disability insurance plans
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
